Director, Customer Success

We’re hiring a Director of Customer Success who will lead a Customer Success team that works directly with our Case Management customers across the full customer lifecycle. This role will report to the SVP of Customer Success and be their trusted lieutenant for proactively orchestrating customers’ activation, onboarding, adoption, engagement, value achievement, retention, and expansion. 

This is an important and exciting role that offers the opportunity to make a significant impact to the thousands of Mission-driven organizations delivering direct services to vulnerable populations. Case Management’s Customer Success department owns the long-term relationship with our customers, and this role directly influences their experience and value realization. The successful candidate will be required to contribute to and deliver on departmental strategies to achieve company objectives and metrics, all while working closely cross-functionally to ensure a positive overall customer experience. The ideal candidate brings strong people management, a data-driven operating mindset, deep familiarity with the full Customer Success lever set, and the ability to build programs that scale without sacrificing customer outcomes.  

Responsibilities: 

Improve Your Teams’ Delivery of the Customer Journey 

• Deeply understand Case Management products and how our products and services can be used by customers to achieve their goals / desired outcomes and realize value 

• Define, implement, and maintain customer journey playbooks for your teams to consistently and proactively orchestrate our customers’ journey toward achieving their desired outcomes with our products and services 

• Incorporate self-service and technology-assisted touchpoints that keep customers engaged and progressing toward value at every stage  

• Demonstrate fluency across the full Customer Success lever set - high-touch, pooled, low-touch, and tech-assisted - and know how to sequence and combine them effectively for a mid-market customer base  

• Leverage AI-assisted tools and workflows to improve CS operations - including predictive risk scoring, automated escalation triggers, and intelligent segmentation - and champion practical AI adoption within your team  

• Build a culture of data-driven decision-making, using health scores, product usage signals, and engagement data to forecast risk, identify expansion opportunities, and measure program effectiveness 

Focus on Customer Value 

• Develop your team's organizational change management expertise so they can guide customers through adopting Case Management products and help those customers manage change within their own organizations  

• Implement and promote the Challenger approach among your team members  

• Define, drive, and demonstrate the customer value (ROI) delivered by Case Management's products and services 

• Hold your team members accountable to deeply understand our customers’ goals / desired outcomes and guide those customers toward achieving those outcomes 

• Manage escalations from your direct reports and follow a methodical escalation process to executives when necessary 

Drive Customer Revenue Expansion 

• Help define CSM involvement during the initial sale, renewal, and up-sell portions of the customer journey 

• Align Customer Success with the Sales and Marketing teams on renewal and up-sell strategy, ensure smart hand-offs, and help everyone focus on customers’ desired outcomes and selling with a retention focus 

• Collaborate with peers to provide feedback to Sales and Marketing on their prospecting approach and compliance with ideal customer profile(s) 

Cultivate a Customer-Centric Culture 

• Foster company-wide culture of Customer Success 

• Support company-wide definition(s) of “ideal customer” by product and segment 

• Contribute to a company-wide customer feedback loop (i.e., Voice of Customer) processes, especially gathering and acting on feedback from other teams and departments (e.g., Support, Renewals & Expansion, Sales, Marketing, Professional Services, Product) to improve our customers’ experience 

• Collaborate with your peers to clarify ownership for each touchpoint and internal process of the customer journey 

• Advocate for changes in other departments’ ways of working and collaborate with them to implement improvements 

Customer Success Tech Stack 

• Be an exemplary user of our Customer Success tech stack and promote your team’s and colleagues’ adoption of key processes in our CS tech stack and make it Case Management’s best source of truth for customer health, engagement, and CS metrics 

• Work with CS colleagues to create and refine dashboards and reporting to measure customer health and success 

• Collaborate with colleagues to implement ideas for using our tech stack to create scale for your teams while also improving customer experience and outcomes 

Own Key Team Metrics and Support Departmental and Company Metrics 

• Customer and revenue retention (gross and net) 

• Product adoption and scaled engagement effectiveness (activation and adoption rates, time to first value, verified outcomes, executive engagement, open and click-through rates, program completion rates, etc.) 

• Customer Success Qualified Leads (CSQLs) 

• Net Promoter Score (NPS) 

• Employee engagement metrics 

Own the Financial Models and Forecasts for Your Teams 

• Demand and capacity models 

• Budget and expenditure models 

• Retention forecasting and other key metrics (e.g., risk, churn, up-sell rates) 

• Others as defined over time 

Recruit, Groom, and Inspire a World-Class Team 

• Build a pipeline of great candidates 

• Establish a rigorous interview process 

• Set expectations on performance and provide constructive, timely feedback to team members 

• Communicate and incent your team members’ individual and team performance 

• Expand training and mentoring to grow your team members 

• Manage out underperformers 

Propose improvements to your team’s organizational structure 

• Define segmentation of the customer portfolio (as appropriate) 

• Implement and improve on the Success competency model, particularly for your team 

• Be informed of market compensation 

Achieve Operational Excellence 

• Continuously communicate metrics to team 

• Analyze and report on metrics to the SVP, Customer Success, CCO, and other executive stakeholders 

Qualifications: 

• Experience in a Customer Success managerial role responsible for revenue retention (GRR/NRR) within a SaaS environment serving Small-to-Medium-Business (SMB) and Mid-Market customers, with direct ownership of customer outcomes and retention strategy 

• Demonstrated ability to build and execute retention strategies at the portfolio level - including early risk identification, escalation frameworks, save plays, and executive engagement to forecast renewals and churn outcomes with accuracy 

• Experience preparing and presenting capacity planning models and forecasts to senior leadership 

• Proven ability to build and operate Scaled or Tech-Touch CS models, including customer segmentation frameworks that align human intervention levels to customer value, complexity, and lifecycle stage 

• Experience leading or closely partnering with Digital CS or Customer Marketing functions to develop programmatic engagement strategies (e.g., onboarding email sequences, health-based triggers, NPS follow-up workflows) that complement high-touch CSM coverage 

• Demonstrable experience using data to manage Customer Success functions, including customer health scoring, leading indicators of churn, and portfolio-level performance reporting 

• Strong people management skills, with experience leading teams through organizational change, including the introduction of new CS models, tooling, or coverage structures 

• Professional-grade communication and presentation skills; comfortable presenting strategy and results to C-level executives 

• Effective organizational change management skills, both internally (team) and externally (customers) 

• Humble and friendly personality with strong listening skills and openness to input from other team members and departments 

• An extreme sense of ownership for assigned responsibilities 

• Superior technology skills, especially with applications across the CS tech stack (e.g., Salesforce, Pendo, Zendesk, Five9, AskNicely, FullStory, Intercom), with particular emphasis on leveraging these tools to build scalable, automated customer programs 

  At Bonterra, we’re building AI-powered tools to solve real human challenges—and we want teammates who share that enthusiasm. We value people who will champion AI and bring diverse perspectives from different industries, backgrounds, and cultures. Together, we create AI that breaks down barriers, empowers communities, and delivers better  outcomes.